Terms & Conditions

Here we detail the legal terms of our contract with you, and your obligations, to look after you on your holiday

Your holiday contract is with Veloso Tours Limited a member of ABTA (W1095) and holds ATOL 5153. The holidays featured on our website are operated by Veloso Tours Ltd (the Company) which is registered in England under company no. 3612863. The following conditions, together with the information set out in the relevant brochure descriptions, will form part of your contract with the Company.

 

Booking your Holiday

To secure your booking you should complete and sign the Veloso Tours Booking Form and forward to the Company together with the relevant payment. A contract will exist when we accept your reservation and issue our confirmation invoice. When you arrange your holiday direct with the Company all correspondence will be forwarded to the lead passenger on the booking form unless otherwise stipulated. If your booking is made through a travel agent, all communication by the Company will be made to the travel agent. Special requests should be included in the booking form. The Company will try and arrange for special requests to be met, but these cannot be guaranteed. The Company will not be liable if any special request is not met.

 

Payments

A deposit of £400 per person* is payable together with a completed and signed booking form. Upon receipt of this the Company will forward our confirmation invoice showing the amount received. Payment of the balance is due by return for the full price guarantee, or at anytime you wish to pay but no later than 8 weeks before departure.

* A higher deposit or pre-payment is required on certain holidays such as all cruises and special events i.e. Carnival. If the booking is made within 8 weeks of departure, full payment is due, by return, as soon as you have received our confirmation invoice. If the holiday is made through a travel agent, all monies paid by the client to the travel agent, under or in contemplation of a contract with Veloso Tours Ltd are held by the travel agent as an agent of Veloso Tours Ltd. If payment is not received on the due date, the holiday or travel arrangements will be liable to cancellation and if cancelled will mean the loss of your deposit. Tickets and other documents will normally be forwarded 10-14 days before the date of departure.

 

Price Guarantees

All prices in this brochure are calculated on rates of exchange as published in the Financial Times on the 10th October 2015 in relation to the US Dollar, UK Sterling and Euro and local currencies in Latin America. No Surcharge Guarantee - The price of your holiday, which we confirm to you in writing when we confirm your booking, is fully guaranteed and will not be subject to surcharge under any circumstances if you pay in full within 30 days of the date of the invoice or immediately if your departure date is within 60 days. Regretfully, should you prefer not pay in full within 30 days of the date of your confirmation invoice, your holiday price may change at the time when you do wish to pay in full but not later than 60 days before your date of departure. Your holiday will then be subject to surcharges in certain unusual circumstances resulting from: government action, currency fluctuations, increase in schedule airfares, transportation and fuel costs and taxes. Once paid in full, the price of your travel arrangements is fully guaranteed and will not be subject to any surcharges.

 

Cancellation by You

Any cancellation by the client must be advised in writing to the Company (signed by the same person who signed the booking form). Cancellation will only come into effect on the day written advice is received by the Company. Recorded or Special Delivery is strongly recommended. Upon receipt the following charges will be payable by the client (excluding insurance premiums and amendment charges paid which are non-refundable), depending upon the number of days prior to departure.

Days prior to departure date when written advice of cancellation is received:

  • Up to 56 days prior = Deposit forfeit
  • 56-30 days prior = 60% of total holiday cost
  • 29 days or less = 100% of total holiday cost

For cruises all monies paid are 100% non-refundable and it may be necessary to pay a higher interim deposit. We strongly recommend that, at the time of booking, you take out full insurance including cover against loss of deposit or cancellation charges.

 

Force Majeure: This means that we will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions.

 

Alterations to confirmed booking whilst abroad

Clients cannot make any changes to their travel arrangements after the date of departure and while on holiday except in exceptional circumstances of 'force majeure' with the consent of the Company. Should you decide to alter your travel arrangements whilst abroad the holiday becomes your own responsibility, and Veloso Tours Ltd. or the Company's agents are not responsible for any extra costs or difficulties that may arise with onward travel or services paid for but not delivered or delivered substandard. Please note that when you book any excursion or service locally, you contract with the local service provider or its agents and not with the Company. The Company has no legal liability or obligation for the services provided or the monies paid, and any claim that you might have arising out of the excursion or service will be against the local service provider and subject to their terms and conditions. We regret that no credit or refund is possible for unused services provided in the cost of your holiday, hotel accommodation or transport.

 

Cancellation or Alteration by us

We expect and hope to be able to provide you with the services we confirmed to you at the time of booking. However, we plan arrangements many months in advance of your holiday, and use the services of independent suppliers such as hotels and airlines, over whom we have no direct control. Flight and transport times are given as an indication only; transport operators have no obligation to adhere to any specific timetable. In the event of the Company having to alter, amend or cancel the holiday we will endeavour to contact you and/or your travel agent as soon as reasonably possible. If we have to cancel your holiday you will be able to purchase another holiday from us or obtain a full refund of all monies paid. Most changes which arise are minor, but if we consider them a MAJOR CHANGE before your departure we will provide you with 3 alternatives: 1. Accept the alternative offered (at additional cost if applicable). 2. Purchase another available holiday from us. 3. Cancel your holiday with a full refund of all the monies paid. In addition, if we have to make a major change or cancel your holiday within 8 weeks of departure, each person affected will also be entitled to the following levels of compensation: 60-42 days £10 27-15 days £30 41-28 days £20 14- 0 days £40

 

IMPORTANT NOTICE - We cannot be liable to pay any compensation if we are forced to cancel or in any way change your holiday as a result of situations outside our control and 'force majeure' which neither we nor our suppliers could foresee or forestall even with all due care. For example technical or maintenance problems with transport, changes imposed by rescheduling or cancellation of flights by an airline, the alteration of the airline or aircraft type, war or threat of war or civil unrest, civil strife, industrial disputes, fire or bad weather, terrorist activity, natural or nuclear disaster.

 

Flights, Schedules and Timekeeping

All transport timings are only estimates provided by the carrier concerned and cannot be guaranteed. Anyone embarking on one of our holidays should not expect any transport times to be punctual since there are paramount safety considerations for passengers and crew that override any personal need to be on time. In addition, many cultures that we visit do not share the importance that we attach to timekeeping. Their tradition is to tolerate these delays and drawbacks but benefit from a relaxed approach to day-to-day life, which we are there to observe and experience. Transport arrangements by air, sea or rail are subject to operational decisions by carriers, airports and air traffic control restrictions, which may result in delays, lost or delayed baggage, diversions or rescheduling to a later date. Veloso Tours has no control over such decisions and is therefore unable to accept responsibility for them. The Company accepts no responsibility for the overbooking of flights and for the consequences of flights missed owing to the passenger's failure to reconfirm their flight reservations. Your flight ticket commits the airline to take you from A to B but it carries no guarantee as to when that will be. Clients should be aware that flights to long haul destinations are often full and it may not be possible to travel in the non-smoking area or be allocated seats together

 

Our Responsibility and Commitment to your Holiday arrangements

Veloso Tours is licensed by the Civil Aviation Authority, ATOL no. 5153, and bonded with major banks/insurance companies to protect customers' holiday payment and repatriation. The Company accepts responsibility if you suffer death, personal injury or illness as a direct result of the negligent acts and/or omissions of our employees or agents, suppliers or sub-contractors whilst acting within the scope of, and in the course of their employment to provide any service or arrangement forming part of the holiday that you have booked with us. However, the Company will not accept responsibility if there has been no fault on the part of the Company or its suppliers and the loss, death or personal injury suffered is attributable to your own acts or omissions, to the acts or omissions of a third party not involved with providing the services which make up your holiday, or to the unusual or unforeseeable circumstances whose consequences could have been avoided or anticipated. If any client suffers death, illness or injury whilst overseas arising out of activity which does not form part of the inclusive holiday arrangements or excursions arranged through us, we shall at our discretion offer assistance, provided we are advised of the incident within 90 days of the occurrence. Where legal action is contemplated, our authority must be obtained prior to commencement of proceedings and be subject to your undertaking to assign any costs recovered or any benefits received under an appropriate insurance policy to ourselves. Veloso Tours Ltd.'s costs in respect of the above on behalf of you and your party shall not exceed £5,000 in total. In respect of carriage by air, sea and rail, and the provision of accommodation, our liability in all cases will be limited in accordance with the relevant international conventions.

If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims  may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

 

Your Responsibilities

Clients are responsible for obtaining all passports, visas, health certificates, international driving licenses, travel documents, vaccination certificates, currency and travellers cheques required for the holiday and to ensure that these are in order. You are responsible for arriving at stated departure places and times and it is incumbent upon clients to behave in a responsible, restrained and sober manner when dealing with the local authorities, fellow travellers and our local suppliers and representatives. By travelling on one of our tours, clients agree to accept the authority and decisions of the Company's employees, Tour Leaders and agents whilst on tour with the Company. If in the opinion of such persons of authority the health or conduct of a client at any time before or after departure appears likely to endanger the safe, comfortable and happy progress of a tour the client may be excluded from all or part of the tour. If a client commits any illegal act the client may be excluded from the tour and the Company shall cease to have responsibility to or for them.

 

Complaints

Most problems can be sorted out straightaway if we know about them. If you have a complaint you must report it immediately to our staff, supplier, or local agent or representative, or the emergency contact telephone numbers provided with your travel documents, so that we can do our best to investigate and rectify the situation. Failure to inform us of a problem may effect your consumer right to compensation. If the problem cannot be resolved locally and you wish to complain full details must be sent in writing to: Customer Relations Department, Veloso Tours Ltd. In the unlikely event that disputes arising out of, or in connection with, this contract cannot be amicably settled they may be referred to arbitration, if the customer so wishes, under a special scheme arranged by the Association of British Travel Agents, and administered independently by the Chartered Institute of Arbitrators. The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on the customer in respect of costs. Full details will be provided on request or can be obtained from the ABTA website (www.abta.com). The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £15,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness, subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and Statement of Claim must be received by the Chartered Institute of Arbitrators within nine months of the date of return from the holiday. Outside this time limit arbitration under the scheme may still be available if the Company agrees, but the ABTA Code does not require such agreement. This contract and any matters arising from it are governed by the laws of England and Wales and are subject to the jurisdiction of the Courts of England and Wales. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.

 

Consumer and Financial Protection

When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to  that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

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